HVAC Customer Services Representative

Responsibilities

Under direct supervision, tracks and provides direct support for the planned service agreement renewal process

Actively participates in accounts receivable activities such as collections and new customer authorizations

Provides backup customer call handling, as needed

Provides administrative, day-to-day support in the service operational areas

Responsible for the scheduling, tracking, and monitoring of the touch point plans and the contract renewal life cycle process with the account owners

Escalate issues to appropriate individuals for timely follow-up as required

May require direct interaction with customers for follow-up to secure purchase orders or to meet special invoicing conditions

Updates the Service delivery plans as required by the team

Runs query reports, researches, and reconciles unaligned costs, such as labor hours, material purchases, expenses, and other service-related transactions

May prepare and submit service billings in a special invoice format as defined by individual customer account special handling requirements

Reconciliation of accounts payable exceptions as necessary

Researches, resolves, or escalates accounts receivable disputes as outlined in the escalation process

Works with Accounts Receivables contact to assist with resolution of truck-based team A / R issues

Determines appropriate actions for timely resolution

If needed, will interact with Customers to resolve receivable issues

Processes invoice credits and re-bills, as necessary

Proactively contacts customers to ensure customer satisfaction and a commitment to pay

Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses, and special billing rates

Support inventory control process including updating equipment asset transactions

Provide additional service administration support, as required

Qualifications

Must have strong interpersonal skills to effectively communicate with both internal and external clients

High school diploma or equivalent required, plus three to five years of related work experience, preferably within a service / sales, or technical work environment

Must have the ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence

Must have proficient computer skills within the following applications : Advanced Microsoft Word, Excel, ACCESS, Desktop Publishing and Internet business application usage

Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills

Experience in contract financials is required

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.

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